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FAQ's | APT Support

APT Support FAQ or policy guide to explain which teams can report issues and what types of issues the support system covers:

APT Teams Eligible to Report Issues

The APT Support System is designed for all internal APT Healthcare teams. Any employee, associate, or member of management may submit tickets. Typical groups include:

  • Clinic Teams: Front desk staff, clinicians, billing staff, and administrative offices.
  • Mobile & Web Teams: Employees using APT’s mobile website, portals, or online tools.
  • Corporate & Management Teams: GBHQ C‑Suite, top management, and leadership groups.
  • Technical & Operations Teams: Staff responsible for internal systems, portals, and IT operations.
  • Support & Reputation Teams: Employees monitoring online presence, reviews, and business listings.

Types of Issues Covered by APT Support

The system is designed to handle a wide range of technical and operational issues, including:

  • Desktop & Mobile Website Issues
    1. Login errors, page not loading, broken links, browser compatibility.
  • Search Engine & Business Profile Issues
    1. Google, Bing, Yahoo, Yelp, Apple Maps listings.
    2. Incorrect hours of operation, wrong addresses, or missing clinic/house location details.
  • Online Reputation Management
    1. Reviews on Google, Bing, Yahoo, Facebook.
    2. Requests to update or respond to reviews.
  • Internal Portals & Systems
    1. AP Portal, APMD Portal, ICMSN, APT Employee Portal, SMS Portal.
    2. Access problems, feature errors, or requests for additions/modifications.
  • Operational Updates
    1. Changes to clinic hours, office locations, or team assignments.
    2. Requests for additions or modifications to internal systems.

What to Expect After Reporting

  • Tickets are categorized into Level 1, Level 2, or Level 3 support depending on complexity.
  • Response times follow the SLA guidelines:
    1. Level 1 (Basic) within 4 business hours.
    2. Level 2 (Intermediate) within 1 business day.
    3. Level 3 (Advanced) within 2–3 business days.

All APT Healthcare teams can report issues, and the support system covers everything from desktop/mobile problems to online reputation, business listings, and internal portals.

APT Support Ticket Creation FAQ

The portal is for APT Healthcare employees, associates, and management only. External users are not permitted.

Visit the internal support portal:https://APTSupport.us.

When creating a ticket, you’ll be asked to fill out the following fields:
  • Name* Enter your full name.
  • Email* Provide your APT Healthcare email address.
  • Phone Optional, but helpful for quick follow‑up.
  • Office / Department* Specify your office, department, or team (e.g., Baltimore Office, Rockville Office, Springfield Front Desk, VA Billing, Silver Spring Clinician Team, GBHQ C‑Suite, Top Management).
  • Project Name* Select the project or system your issue relates to.
  • Issue Title / Subject A short summary of the problem.
  • Detailed Description* Explain the issue clearly, including steps to reproduce if possible.
  • Priority Level (Optional) Choose urgency (Low, Medium, High, Urgent).
  • Screenshot / Attachment (Optional) Upload files or screenshots to help the support team understand the issue better.

  • Name
  • Email
  • Office / Department
  • Project Name
  • Detailed Description
    • Without these, your ticket cannot be submitted.

Use the “Choose File” option in the ticket form. Attachments are highly recommended for technical issues.

After filling out the form and clicking Submit, you’ll see a confirmation message with a Ticket ID. Keep this ID for reference.

All ticket data is private and internal to APT Healthcare. It is only accessible to the technical support team. We do not share information with third parties.

  • The support team reviews your ticket.
  • You may be contacted via email or phone for clarification.
  • Updates will be sent to your registered email.

Submit a new ticket with the correct information, or contact the support team referencing your Ticket ID.

Yes. APT Healthcare complies with GDPR and CCPA standards. Your information is collected only for internal support purposes and is not shared externally.
Perfect let’s add a Ticket Handling & Response Time FAQ section so APT Support users know what to expect once they submit a ticket. Here’s a structured draft you can use internally:

Ticket Handling & Response Times

  • Once you submit a ticket through https://APTSupport.us, it is automatically logged into our support system.
  • The ticket is reviewed by the APT Healthcare Technical Support Team.
  • Based on the issue details, the ticket is assigned a priority level and routed to the appropriate support tier (Level 1, Level 2, or Level 3).

Level Description Examples Target Response Time
Level 1 Basic Support Frontline support for common issues. Password resets, login errors, basic troubleshooting. Within 4 business hours.
Level 2 Intermediate Support Escalated issues requiring deeper investigation. Application bugs, system configuration issues, office-specific problems. Within 1 business day.
Level 3 Advanced / Specialist Support Complex issues requiring senior engineers or vendor involvement. Server outages, security incidents, major system failures. Within 2–3 business days (depending on severity).

  • You will receive an email confirmation with your Ticket ID after submission.
  • Updates are sent to your registered email as the ticket progresses.
  • You may also log in to the portal at https://APTSupport.us to check ticket status.

  • Mark the ticket as High Priority or Urgent when submitting.
  • Urgent tickets (e.g., system outage affecting patient care or billing) are immediately escalated to Level 3 and addressed as quickly as possible.

  • Level 1 Helpdesk / frontline support team.
  • Level 2 Technical specialists for applications and systems.
  • Level 3 Senior engineers, system administrators, or vendor partners.

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